Customer Relationship Management in Public Sector Banks

ISBN-13: 9783659463419 / Angielski / Miękka / 2013 / 388 str.

Ebicherla Subbarao

Opis

Any business firms success is fundamentally based upon the satisfaction of the needs of the customers. The business strategy of a company needs to be customer centric. CRM is the business strategy which puts the customer in the nucleus of business. Of late, RELATIONSHIP MANAGEMENT is the order of the day in banking industry and customers never had it before. In a savings-driven economy like ours, banks have finally come of age and the emphasis is now on making the customer feel that he is the king. This book mainly emphasises the strategies on improving the relationship with the customers and their satisfaction in the banking sector, with reference to selected Public Sector Banks in West Godavari district, for their growth and sustainability in the long run. The intense competitive nature of todays business especially from the private sector and foreign banks has resulted to a greater need for firms to build closer relationships with the customers. However, only high quality firm-customer relationship would deliver the needed competitive edge. Hence, the study gains momentum to know the CRM practices followed by the PSBs in this district.

O autorze

Dr.Subbarao Ebicherla M.Com.,MBA.,Ph.D. is working as Assistant Professor in the Department of Management Studies (DMS), Baba Institute of Technology & Sciences (BITS), Visakhapatnam. He has qualified AP-SET in the year 2012. He has attended several seminars, workshops, symposiums and presented & published different papers at various levels